Don Davey

Sr. Director (Service Delivery/ CS/ Consulting for SaaS speech / digital analytics software) at Tethr
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(386) 825-5501
Location
US
Skills

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Credentials

  • Tethr Conversation Intelligence Platform Certification
    Tethr
    Mar, 2016
    - Nov, 2024

Experience

  • Tethr
    • United States
    • Software Development
    • 1 - 100 Employee
    • Sr. Director (Service Delivery/ CS/ Consulting for SaaS speech / digital analytics software)
      • Mar 2016 - Present

      • Built and lead a remote team of six SD/CS speech/digital managers and analysts to onboard, train, and provide consulting to increase revenue, improve CX, and decrease costs and fraud using cutting-edge SaaS speech/digital machine learning based analytics software for all types of companies in the USA and internationally • Support the pre and post sales growth of over 8000% including large enterprise client conversions, upsells, and renewals with major brand names in Technology, Telecommunications, Financial Services, Utilities, Automotive, Manufacturing, and Services • Support Integrations, Development, and Product teams by providing first level support and QA for new integrations and product features/fixes and by creating and maintaining the Intellectual Property (IP) for our OOTB offerings and training materials on new product features • Speaker evangelizing the use of speech/digital analytics at trade shows

  • First Data Corporation
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Director (product/CS for SaaS CRM and analytics software, Multi-Site BPO call center ops)
      • Aug 2008 - Mar 2016

      Director (product/partner mgmt. for SaaS CRM and originations software): 2014-2016 Austin, TX  Led team of four product/partner managers for 18 SaaS customer service, collections, recovery, and loan originations products for credit/debit cards. $30MM+ in revenue with annual revenue growth of $1.5MM and new sales of $2MM+  Successful product roll-out of in-store originations project for top technology company General Manager (multi-site BPO call center operations): 2012-2014 Athens, Greece  Head of BPO multi-site financial services call center company with P&L for 150 employees  Grew call center clients by 250%, EBITDA by 100% and key player in $3MM processing deal  International sales of BPO services, analytics and rules engines to Greece & Romania Director (solution consulting for SaaS financial services products): 2008-2012 Birmingham, AL  Led remote team of six solutions consultants for analytics, rules engine, data, BI and loyalty products  $2.5MM+ in new sales revenue and $8MM+ in post-sales project revenue annually  Business development for analytics and advanced rules engines to Canada, Norway, and Nigeria  Built and implemented predictive models and optimization strategies for originations, credit card pricing, fraud, collections, recovery, and marketing for financial services and BPO clients  Trained clients to use and implement SaaS predictive analytics and rules engine software  Frequent speaker at trade shows evangelizing analytics; authored white papers on analytics

  • Regions Bank
    • United States
    • Banking
    • 700 & Above Employee
    • SVP (multi-site call center and BPO vendor mgmt)
      • Aug 2007 - Jul 2008

       Head of multi-site call center operations with 411 employees and 50+ BPO vendor agents  Achieved expense savings targets and improved contact center performance by $2MM+ YOY  Head of multi-site call center operations with 411 employees and 50+ BPO vendor agents  Achieved expense savings targets and improved contact center performance by $2MM+ YOY

  • First Data Corporation
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Director (solution consulting for SaaS predictive analytics and rules engine software)
      • Oct 2004 - Aug 2007

       Solution consulting and product go-to-market for a SaaS analytics and rules engine product  Product was successfully launched, and company was sold to First Data in 2007  Frequent speaker at USA and Canadian trade shows on analytics; authored white paper papers  Solution consulting and product go-to-market for a SaaS analytics and rules engine product  Product was successfully launched, and company was sold to First Data in 2007  Frequent speaker at USA and Canadian trade shows on analytics; authored white paper papers

  • FICO
    • United States
    • Software Development
    • 700 & Above Employee
    • Director (Solution Consulting for SaaS predictive analytics and CRM software)
      • Nov 2000 - Oct 2004

       Product go-to-market, solution consulting, call center CRM and BPO vendor management products, online debt auctions, and led three-person sales team for SaaS score and data product  Products successfully launched, and company sold to Fair Isaac in 2003  Business development for analytics and CRM systems to Canada, United Kingdom, and France  Frequent speaker at trade shows evangelizing analytics, online auctions and CRM technology  Product go-to-market, solution consulting, call center CRM and BPO vendor management products, online debt auctions, and led three-person sales team for SaaS score and data product  Products successfully launched, and company sold to Fair Isaac in 2003  Business development for analytics and CRM systems to Canada, United Kingdom, and France  Frequent speaker at trade shows evangelizing analytics, online auctions and CRM technology

  • Asset Management Outsourcing, Inc.
    • Georgia
    • Chief Operations Officer (multi-site BPO call center operations)
      • Oct 1999 - Nov 2000

      P&L for a multi-site BPO call center operation with 950 employees and $48MM+ in revenue P&L for a multi-site BPO call center operation with 950 employees and $48MM+ in revenue

  • eCHARGE Corporation (Technology Start-up)
    • Washington
    • Director (call center operations)
      • Aug 1999 - Oct 1999

      Developing the operations infrastructure for one of the early technology start-ups in mobile payments space Developing the operations infrastructure for one of the early technology start-ups in mobile payments space

  • GE Capital
    • United States
    • Financial Services
    • 700 & Above Employee
    • Vice President (multi site BPO call center operations)
      • Aug 1998 - Aug 1999

      P&L for a multi-site BPO call center operation with 140 employees and $8MM+ in revenue P&L for a multi-site BPO call center operation with 140 employees and $8MM+ in revenue

  • Citi
    • United States
    • Financial Services
    • 700 & Above Employee
    • Vice President (international multi-site call center operations and BPO vendor management)
      • Oct 1995 - Aug 1998

      Vice President Risk: 1997-1998 Nordhorn, Germany Head of multi-site consumer and business call center and fraud operation for 140 employees and 60 BPO outsourced agents Vice President National Recoveries: 1995-1997 Kansas City, Missouri Vendor Management for consumer and business call center operations with 63 employees and 1,500+ BPO outsourced agents Vice President Risk: 1997-1998 Nordhorn, Germany Head of multi-site consumer and business call center and fraud operation for 140 employees and 60 BPO outsourced agents Vice President National Recoveries: 1995-1997 Kansas City, Missouri Vendor Management for consumer and business call center operations with 63 employees and 1,500+ BPO outsourced agents

  • Nationwide Credit, Inc.
    • Financial Services
    • 100 - 200 Employee
    • Director (multi-site BPO call center operations)
      • Sep 1993 - Oct 1995

      P&L for a multi-site call center operation with 230 employees and $13MM+ in revenue P&L for a multi-site call center operation with 230 employees and $13MM+ in revenue

  • Citi
    • United States
    • Financial Services
    • 700 & Above Employee
    • Vice President (call center operations)
      • Aug 1989 - Sep 1993

      Led a call center operation with 120 employees Led a call center operation with 120 employees

  • Marine Corps Recruiting
    • Armed Forces
    • 700 & Above Employee
    • Captain (operations leader)
      • May 1983 - May 1989

      Artillery, RADAR and survey, and security officer with up to 160 marines (active reserves 1994-1995) Artillery, RADAR and survey, and security officer with up to 160 marines (active reserves 1994-1995)

Education

  • Penn State University
    Graduate Certificate, Applied Statistics
    2010 - 2011
  • University of Idaho
    BS

Community

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